To Acquire/Deacquire That is My Question - PBX Info :: Your Free PBX, PABX and Telephone Information Resource

Rachelle · 01-17-2007, 09:42 AM

We had a situation where an agent was logged in but, they were still able to receive calls on their DN key while they were on their In-Calls key. Key 0 on the set was hard coded for 1111. The skillset that the agent was assigned to was also 1111. The default ACD queue for CDN 1111 is 2222. In the programming of the ACD queue 2222, SDNB was set to NO.

In changing SDNB to YES, should we deacquire the CDN that is mapped to this ACD queue? Is it okay to go ahead and change the ACD queue when no agents are logged in/after hours, without deacquiring anything in Symposium?

What is the proper procedure for changing an ACD queue that is mapped within Symposium?

Rachelle

Mercury_Storm · 01-17-2007, 10:13 AM

hmmmm good question.. i use to make the changes live

***John_In_Dakota*** · 01-17-2007, 02:48 PM

I have the agent log out and then make the change. Never an easy change. I always go through each setting. You could de-acquire, make the change on the phone and then re-acquire.

Rachelle · 01-17-2007, 02:51 PM

The change was not on the phone. The change needed to be made to the ACD queue that is mapped to the CDN. I was wondering if I needed to deacquire the CDN before I messed with the programming of the ACD queue.

Changing the queue fixed my problem but, I am not sure if I used the BEST method for making that type of change.

rlc

***rwhite*** · 01-17-2007, 03:03 PM

For the little extra amount of time it takes, even though it may make it inconvenient I think de-acquiring should always be the safest bet.

PHONE_TECH · 01-23-2007, 01:01 PM

You can change the acd queue anytime ,changes will only take effect after the agent logs off and back on.

Panchanka · 01-24-2007, 01:12 PM

It is safe to change the ACD as long as it is not acquired. Don't worry about the CDN of that ACD being acquired (as long as you don't touch the CDN).

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